Английский язык: туризм и гостиничный сервис
Complete the sentences with one of these verbs. Use each
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Английский язык туризм и гостиничный сервис
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- 18. Deal with a complaint. Student A
- 19. Some guests are experiencing problems. Write the letter of the appropriate reply in the speech bubble. The first one has been done as an example.
- 20. Read the email about a holiday booked through a tour operator. List the specific points the writer makes.
- 21. Use the following information to plan a reply to the complaint. Make a list of the points you want to make then write a reply.
- A NIGTHMARE HOLIDAY 22. Read the holiday advertisement. 7 nights in one of the Caribbeans most exclusive resorts for just $860!
- 23. Read the holiday advertisement. THE HOLIDAY OF A LIFETIME!
- Swamkattar
17. Complete the sentences with one of these verbs. Use each verb once only . calculate • chock out- • dispute • incur • issue • itemize • liaise overcharge • return • settle • sign for • vacate 1 At the end of their stay, guests check out at reception. 2 During their stay at a hotel, guests will _______ charges for the services which they use in the hotel. 3 When a hotel guest eats in the hotel restaurant, she will be asked to______ the meal before leaving. 4 Some hotels _______ luggage pass to show that payment has been received and the guest is free to leave. 5 The hotel should_______ the bill so that guests can see the cost of each item. 6 Most hotels ask guests who are leaving to _____ their rooms before lunchtime. 7 The computer will automatically ______ any discount 8 The receptionist will ask the guests to _______ their bills before leaving the hotel. 9 The receptionist will _______ any valuables which have been deposited for safe keeping. 10 Guests may ________ a charge if they disagree with it. 11 Good teamwork means that the receptionist will _______ with the other departments in the hotel. 12 The hotel must be careful not to _______ the guests; they will be very unhappy if they have to pay more than they should. 18. Deal with a complaint. Student A You are a guest at a hotel. This is the second time you have stayed here. Yesterday you arrived tired and late because your flight was delayed. The room you reserved had been given to another guest. The one you were given was smaller and noisier. You didn't sleep well. This morning you phoned room service three times to ask for breakfast in your room. In the end, you couldn't wait any longer and went down to the restaurant for breakfast. Now you are checking out and you notice on your bill that 128 you have been charged extra for room service. Speak to the hotel manager about your dissatisfaction with the hotel service. Useful expressions I'm extremely dissatisfied with ... I was (n't) told ... I asked for ... but ... What's more, when I ... Can you tell me what you are going to do about this? Student В You are the hotel manager. • If a flight arrives late it is not the responsibility of the hotel. • If guests do not check in before 8 pm and do not inform the hotel it is quite normal for the hotel to let the room to another guest. • If a guest is not satisfied with their room the management will do its best to provide a more suitable room. • Two of the morning restaurant staff called in ill today. • If a guest is unhappy with the hotel service, the management usually offer an appropriate compensation. Useful expressions Why don't we go through to my office? The hotel has the right to ... I'm extremely sorry about this I that. I can explain why ... I'll sort out this mistake. I can assure you that ... 19. Some guests are experiencing problems. Write the letter of the appropriate reply in the speech bubble. The first one has been done as an example. 1 2 k The shower curtain is torn. The pillowcase is stained. 129 3 4 5 6 7 8 9 10 11 12 13 14 a I'll get the chambermaid to clean it. b I'll have the heating turned up. с I'll get someone to open it. d I'll have it brought down. The mirror is cracked The window is stuck. The hairdryer is faulty. The room is dirty. This towel is damp. I wanted a newspaper in my room. My suitcase is still in my room. There's a lot of telephone line. The mirror is The waste- paper basket is full. This light bulb is too weak for reading The room is cold. There's no ashtray in my room 130 e I'll fetch you a dry one. f If you tell me which one you read, I'll have it delivered. g I'll get you a clean one. h I'll have it replaced. i I'll have a stronger one fitted. j I'll have one brought to your room. к I'll have a new one put up. I I'll have it checked. m I'll call the operator and have it checked. n I'll get someone to empty it. 20. Read the email about a holiday booked through a tour operator. List the specific points the writer makes. Dear Sir or Madam, I am writing to complain about the terrible organisation of a holiday recently booked with Med Tours. My wife and I had chosen to stay in Bugibba, Malta from 19-26 June (ref: BMT 532) in order to celebrate our wedding anniversary together in peaceful and relaxing surroundings. Our troubles began at the airport where our outward flight was delayed for over four hours. The check-in staff were unhelpful and there was no representative from Med Tours present to help deal with the situation. We finally took off at 3.15 pm and eventually arrived at the hotel in the evening, tired and frustrated with having wasted the first day of the holiday. The hotel was reasonably comfortable but the food lacked variety and the service was poor. Although advertised as 'a stone's throw from the beach', the hotel is in fact situated on the other side of a busy main road and is at least 20 minutes' walk away. The shops in the resort were crowded and expensive and there were a lot of noisy roadworks in the town. Last but not least, the return flight was scheduled for 9.10 am which meant having to leave the resort at dawn to get to the airport on time. As a result, the stay is certainly not seven days as advertised and certainly cannot be described as 'a haven of peace and tranquillity'. I am therefore looking for compensation for the inconvenience and distress of a ruined holiday. Yours faithfully, Arthur Grundy 131 21. Use the following information to plan a reply to the complaint. Make a list of the points you want to make then write a reply. Letters of apology The following phrases are useful when writing letters of apology. • Thank the person for bringing the matter to your attention Thank you for bringing this matter to our attention. • Express sympathy We are very sorry to hear that ... • Apologise if necessary We apologise for ... Please accept our apologies for ... • State what action you will take Please be assured that we will ... • Remind the reader that his / her relationship with you is important We value your custom highly. Your satisfaction is our priority. • Make a goodwill gesture if appropriate Please find enclosed a voucher for ... A NIGTHMARE HOLIDAY 22. Read the holiday advertisement. 7 nights in one of the Caribbean's most exclusive resorts for just $860! Stay in the luxurious Sunset Hotel, which offers you: * rooms overlooking the ocean And our all-in-one price includes: * restaurant with local and international cuisine * collection from airport by hotel representative * 2 bars including poolside BBQ bar * transport from the airport to the hotel 132 * outdoor swimming pool and spa * organised excursions to local places of interest * beachside sports * use of snorkelling mask and fins * mountain bikes and jeep rental * baby-sitting service Book now while the offer lasts! Tourist role card You, your wife / husband and your two-year-old daughter have just come back from this resort and it was the worst holiday of your life. You are going to complain to the tour operator and try to get some compensation. Here are some of the problems you had: • You were not collected from airport. You had to pay $50 for a taxi to take you to the hotel. • The room overlooked the swimming pool and bar. You only had a partial view of the ocean. • The swimming pool was unsuitable for children: it was crowded and there was no lifeguard. • The spa wasn't working. • The local beaches were all private. The nearest public beach was a 20- minute walk from the hotel. • The outside bar was open all night and very noisy. You and your family couldn't sleep. • On two nights the restaurant only provided local food which your daughter couldn't eat. • All the excursions were fully booked when you arrived. Useful expressions I want to complain about ... A number of things went wrong. To start with ... What's more ... Another complaint I have is ... Another problem we had was ... I believe I am entitled to a refund. Tour operator role card You sell all-inclusive holidays to the Caribbean. You have had some complaints about the package holiday in the Sunset Hotel. You are going to talk to someone who has just returned from their holiday. Apologise 133 and explain why things went wrong where possible. You can give him / her some compensation but not more than the equivalent of $250. Here are some of the problems you know about: • The hotel only has one bus for collecting guests from the hotel. If they cannot be at the airport exactly at the time the flight arrives, they expect the guest to wait at the airport. • You have to pay a supplement for rooms which have a direct view of the ocean. Most of the rooms only have a partial view. • The spa is currently closed for repair. • The beach is a short distance from the hotel. The advertisement doesn't say that the hotel is near the beach. • Last week was the local carnival so the bars were open all night. • For the same reason, the restaurant decided to provide only local food for two of the nights. • The excursions have been very popular recently because of the bad weather. Useful expressions What exactly was the problem? I'm very sorry to hear that. I can explain that. You see, ... I'll make a note of that now and I'll look into it. Thank you for bringing these matters to our attention. In compensation I'd like to offer you ... 23. Read the holiday advertisement. THE HOLIDAY OF A LIFETIME! Two wonderful weeks on this island of paradise for only $395 per person! (flight included) Stay in the beautiful Palace Hotel, which offers you: • luxurious rooms with en-suite bathrooms • breathtaking views of the surrounding scenery • private swimming pools • wonderful food, including local specialities • three lively bars open all night • two beautiful beaches close to the hotel. And our all-in-one price includes: 134 • bus from the airport to the hotel • excursions to local beauty spots • a local guide who is fluent in English • horse riding in the mountains. So why not come to sunny Swamkattar – for a holiday you'II never forget! Tourist role card You've just come back from Swamkattar, and it was the worst holiday of your life! You are now going to complain to the travel agent who sold you the holiday. Try to get at least some of your money back! Here are some things that went wrong with your holiday. • You had to share your room (and bathroom) with another family. • All you could see from your window was a nuclear power station. • The swimming pools were half empty. • The food was disgusting, and sometimes there were insects in it! You had to eat in the restaurant next door, and spent over $200 there. • None of the bars served alcohol. • The beaches near the hotel were covered in oil. • There was no bus to meet you at the airport. You had to take a taxi, which cost $50. • You only went on one excursion – to the nuclear power station! • The guide was eighty-six years old – and deaf! • There were no horses, only one very old donkey (which died). Travel agent role card You sell cheap holidays to Swamkattar, but you've heard from the manager of the Palace Hotel that there have been a lot of problems on the island. You are going to talk to someone who's just returned from their holiday. Explain why things went wrong with his / her holiday. You are allowed to give him / her some money back, but not all of it. Here are some problems the hotel manager told you about. • On Swamkattar it is the local custom for guests to share rooms. • Only the windows on the left side of the hotel have good views. • It hasn't rained for six months, so there is a water shortage on the island. • The chef died (of food poisoning!) so his brother did the cooking. Fried insects are a local speciality. 135 • There has recently been an election on Swamkattar. The new government has banned alcohol. • Two weeks ago an oil tanker crashed near the hotel. • There are two exits to the airport. The bus usually waits outside the back exit. • Your most popular excursion is to the nuclear power station. All other excursions started at 5 a.m. • The guide had a car accident recently, so his father took his place. • The military police took all your horses. Download 0.75 Mb. Do'stlaringiz bilan baham: |
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